If you were at the live masterclass last week, you saw the large technical issues. And I was shocked by the response when I reported the technical issues to the company. I was using Restream, and on my dashboard, my slides were showing up perfectly, but no one else could see them. There I was, presenting with a blank screen. I trouble shot it in every way (live by the way, with hundreds of people watching). But the feature didn't work. The next day I go live again. Everything is looking fine. And then BAM, no slides show up AGAIN. It clearly wasn't a me problem. I reached out to Restream and they said it was a KNOWN ISSUE that they knew about for days but didn't warn their users. When I asked them how they planned on making this right for their users who were affected and they said they won't be doing anything. I've also had issues with this tool in the past where I went live and it didn't show me any of the chat messages. I wish companies would be more ethical. When your platform is failing at providing a core feature you MUST warn your customers. What do you think? And thank you for coming! If anyone ever doubted that I do my sessions live, those 2 sessions for sure proved it 😆
Hi Madeline. I’m very sorry you were impacted by this issue. That is absolutely not the experience we want anyone to have with Restream, and you’re right: when a core feature is affected, communication matters. The bug surfaced on Thursday and was resolved on Friday, but I understand it unfortunately impacted both of your sessions. We did add a system message on the home page once we became aware of the issue, but if that message was easy to miss, then we need to do better. Your feedback is very valid, and I’m already looking into ways we can make critical product-impacting updates more visible in the future. Compensation is absolutely in order here, and I’m sorry for any miscommunication around that. I’ll personally help make this right. Please keep an eye on your email, as we’ll be following up with you directly.
I’ve learned that owning a mistake is the first step to rebuilding trust. Hopefully they improve their communication and overall customer service, otherwise the competition will eat them for lunch.
Madeline Mann This is where companies forget the difference between fixing software and protecting customer trust. Bugs happen. Silence after knowing about it for days is a leadership decision.
You handled it like an absolute rockstar! Way to stay calm, professional and resourceful under pressure.
I attended the live session and thought you did an excellent job navigating those technical issues in real time. That was no small feat, Madeline Mann! It’s unfortunate that some companies choose to hide known problems rather than address them transparently, especially when it impacts their users so directly.
Madeline Mann still was great and I am glad you found a work around to still display your slides! I enjoyed all 5 days, I learn something new or reinforced what I have learned from you over the past 6 months while I'm searching for my next great role. Looking forward to your office hours till I land my next role!
It amazes me at how telling the truth can be so difficult or outright disregarded. I am in no way suggesting this was a coverup but this reminds me of the old adage that "it's usually not the crime but the coverup" that creates problems. I am willing to bet that most of their customers/users would have preferred a heads up rather than finding out live that there is a problem.